Standard Insurance needed to reduce manually intensive back-office processes with support for both claims intake and claims setup operations. Contact center employees focused primarily on handling phone calls with claimants and employers, and physicians were spending too much time tracking down documentation and searching for missing or mis led claims. These inefficient processes detracted from primary responsibilities for the physicians, creating a poor patient experience.
The claims process had become cumbersome from end-to-end. Each day, both claims systems generated independent lists of “received” documents as well as call lists of doctors’ offices and claimants who needed follow-up reminders to send forms or documentation. Contact center employees were manually checking each list to determine if documentation was received. On average, this tracking process required 5 -10 minutes per claim and if documentation was not found, it necessitated a call to the doctor’s office or the claimant. Ultimately, Standard Insurance needed a solution to reduce the time spent manually entering information so that claims could be quickly transitioned and assigned to a claims specialist.